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Sprig is an AI-powered customer survey platform that helps leading product teams like Microsoft, DoorDash, Notion, Figma, Coinbase, and TripAdvisor understand their customers at scale. The platform uses AI agents to design studies, adapt surveys in real time, and deliver actionable insights in hours instead of weeks.
You will lead Sprig's entire Customer Success organization, overseeing both Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This is a hands-on leadership role where you'll own strategy, performance, and team development while remaining actively engaged with the company's most strategic accounts.
Key responsibilities include: developing and executing customer success strategy with clear accountability for NRR, GRR, and ARR targets; coaching and developing CSMs into commercially-minded strategic partners; building a scalable land-and-expand motion by identifying and executing expansion opportunities; maintaining a strong pulse on account health and proactively managing customer risk; strengthening executive relationships with key stakeholders; overseeing technical customer success delivery through the CSE team; and representing the voice of the customer to Product and Engineering teams.
You'll establish clear ownership and operating rhythms between CSM and CSE functions, ensuring customers experience one cohesive partnership with Sprig. You'll partner closely with Sales, Product, and Engineering to identify growth opportunities and remove barriers to customer success. This role requires staying close to the customer base, joining executive conversations, QBRs, renewal discussions, and critical customer moments.
The role is based in San Francisco with a hybrid schedule: 4 days per week in office (Wednesdays are work-from-home).
Required experience: 8+ years in Customer Success within B2B SaaS or enterprise software, including significant hands-on management of complex enterprise customers and high-value books of business. 3+ years of Customer Success leadership with a proven track record of coaching and developing high-performing CSMs while remaining actively involved with customers. Demonstrated ownership of retention and expansion outcomes, with experience managing against NRR, GRR, renewal, adoption, and expansion metrics. Strong commercial instincts and proven ability to uncover expansion opportunities.
